Savers / Value Village Careers - Service Desk Technician

Description

Service Desk Technician

Location: Boise, ID

In Office 5 days a week

Who we are:

As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with gently-used, one-of-a-kind items that have been donated by the community to local nonprofit organizations. We purchase these items directly from our nonprofit partners, redirecting billions of pounds of used items away from landfills and on to our store racks and shelves for reuse, and providing our partners with valuable funding for their community-based programs and services. You'll often hear us say that we are "Thrift Proud." It's the millions of loyal customers who visit our 300+ stores and our more than 22,000 team members that make it possible. Learn more about the Savers family of thrift stores, our impact, and the #ThriftProud movement at savers.com.

What you can expect:

• The opportunity to celebrate uniqueness. We are made up of people from many different backgrounds, experiences, and perspectives, all with something special to contribute.
• To work in a purpose-driven company, with a business model that people love for our impact on both the planet and local communities.
• An investment in the career path interests of our people. With our aggressive store expansion plans, we recognize the importance of the continued growth and development of our team members.

What you get:

• Comprehensive onboarding and training from day one.
• In-house expertise! Our training department / Savers University develops and delivers robust training to every team member across our organization - from new hires to senior executives. We develop around 90% of our training internally, and partner with a variety of renowned providers to supplement our offerings.

Benefits offerings including:

• Bundled health plans such as medical, Rx, dental and vision
• Company-paid life insurance for extra protection and peace of mind
• Programs to stop smoking, diabetes management coaching, and on demand care options.
• A 401k plan with generous company matching contributions to assist you in saving for a secure financial future.
• Paid time off from work for leisure or other hobbies.
• A range of mental health services to assist you in managing daily life.

Summary:

The Service Desk Technician provides IT support for corporate office staff, remote WFH employees, and retail store locations, operating out of our Meridian, ID office. This role requires advanced troubleshooting skills, knowledge of enterprise technologies, and the ability to provide white-glove service for executives and high-priority users.

Day-to-day responsibilities include troubleshooting for Windows OS, Microsoft 365, and enterprise applications, assisting with onboarding and offboarding tasks, and supporting office infrastructure such as A/V systems, conferencing equipment, and network-connected devices. Success in this role means resolving issues quickly and professionally to keep operations running smoothly across a dynamic, multi-site environment.

Essential Job Functions:

• Serve as the on-site point of contact for Meridian office IT support, covering corporate staff and office infrastructure.
• Resolve Tier 1/2 incidents and requests and escalate as needed to meet established SLAs and OLAs.
• Provide white-glove, executive-level IT support for corporate leadership and office staff, ensuring prompt, discreet, and effective resolution of technology issues.
• Troubleshoot Windows OS, Microsoft 365, and enterprise applications for on-site and remote users.
• Perform Active Directory user administration: password resets, group memberships, account unlocks.
• Administer and support office network infrastructure, including large-format printers (Konica Minolta, Xerox), VOIP devices, and wired/wireless connectivity.
• Assist with onboarding/offboarding tasks as directed, including provisioning, configuring, and deploying hardware and software.
• Provide remote support for WFH employees and retail store locations, including VPN connectivity, endpoint management, and mobile device troubleshooting.
• Provide basic A/V support for meetings and conference room setups as needed.
• Accurately document incidents, service requests, and resolutions in the ITSM system, contributing to process improvement and knowledge sharing.
• Collaborate with cross-functional IT teams to escalate complex incidents, implement system upgrades, and integrate new technology solutions.
• Demonstrate strong customer advocacy and service skills, establishing credibility and rapport with both technical and non-technical users.
• Adhere to established SLAs and KPIs.
• Available to work holidays, weekends, and on-call shifts as required.

Required Skills & Experience:

• Strong customer service and communication skills; able to explain technical concepts to non-technical users.
• Solid technical troubleshooting ability across Windows OS, Microsoft 365, hardware, and connectivity issues.
• High level of professionalism when supporting senior leadership and executives.
• Strong organizational skills, attention to detail, and ability to prioritize in a fast-paced, high-volume environment.
• Ability to work independently and as part of a team.
• Accurate identification, categorization, and documentation skills.
• Reliable and dependable; adheres to work schedule and attendance policy.
• Ability to establish credibility and rapport with technical and non-technical users.

Minimum Required Education, Training and Experience:

• Bachelor's degree preferred, or equivalent combination of education and experience.
• 2+ years of IT support experience in a corporate or enterprise environment (not personal or freelance work).
• Experience supporting Windows OS and Microsoft 365 in a business setting.
• Hands-on Active Directory user management experience.
• Familiarity with IT ticketing systems (Ivanti or similar).

Nice to Have Skills & Experience:

• Experience with Intune, SCCM, or Azure AD-joined cloud device management.
• Basic network troubleshooting, VPN support, and VoIP device troubleshooting.
• Retail or multi-site IT support experience.
• Awareness of enterprise security best practices (MFA, phishing prevention, endpoint protection).

Physical Requirements:

• Ability to lift and carry up to 50 lbs as needed for hardware deployment and office moves.
• Ability to perform standard office tasks, including using computers, phones, and other technology equipment.
• Ability to express or exchange ideas by spoken word and receive detailed information through verbal and written communication.

FLSA Status

• Non-exempt (hourly)

Tools and Equipment Used:

• Company-issued laptop or desktop computer with dual monitors
• Mobile devices (smartphones, tablets) and softphone applications
• Office equipment including printers and copiers
• VPN and remote access solutions
• Custom support applications and scripting tools
• Audio/visual equipment for conference rooms and executive meetings
• Standard office productivity software (Microsoft 365, web browsers, etc.)

Travel:

• 5% or less travel

Work Address:

• SSC Meridian, ID

Savers Benefits

Geographic & job eligibility rules may